Complaints

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the third time in the last 4 years that state farm has messed up with my car insurance. They added my daughter to my account then when she asked for documentation they told her there was a mix up and that she wasn't covered on my insurance. Daughter needed to have car insured as soon as possible so she went elsewhere. I had been paying the insurance for months and they came out she wasn't insured. Then they have been charging my account separately and indicated that no one but I could make changes and that the insurance cards were under just my name because I was the policy holder. This last month I got some cards with my name others with my spouse's name. If daughters car wasn't insured then I am requesting funds be returned. If we would have had an accident they would have said no coverage but if when we pay late first thing they ask is if we had any accidents so they don't have to cover. I tried talking to them but they always come out with excuses.

  Business response

  05/18/2023

  Hello,

  We are responding to letter from the BBB received this week via mail.

  We spoke with our policyholder multiple times since her interaction with our after-hours Customer Support Center on 4/14/23.

   

  We have gone up and beyond in trying to resolve her requests. Our policyholder has a large family, it seems there is a lack of communication in the household on how they want their insurance policies to be listed.  We explained we cannot deny her spouse the right to add a vehicle in his name.   We would need them to come to a mutual agreement on who manages the insurance policies.

   

  On 5/5/23 all policies along with billing history were emailed to our policyholder.  It was confirmed auto renewals and proof of insurance were mailed out in November 22/2022 for review with no reply from our customer until 4/14/23.  Regarding a refund, we attempted to collect the lienholder information from our customer to assist her with the force placed coverage by her lender, however she declined to release. We recommended she forward the declarations policy to her lender for a refund.

   

  As of 5/5/23 we thoroughly discussed her policies.  Name changes were submitted to be processed

  Customer response

  05/18/2023

   I am rejecting this response because:
  When I started the policy my spouse was never allowed to change anything regarding the policy. He went in and added the Chrysler without being the policy owner.  Daughter was added without me being present. After hours employee informed my daughter and myself that she was not covered because I was down as a corporation. Employees at state farm have changed my policy several times with out my consent. Previous was with nephew ****** ********* and I didn't become aware until I received notification that my policy was going to be canceled due to citation he received for exceeding speed limit. There is no lack of communication in my household miscommunication is all state farm side since I have always been the one who was the policy holder. ****** even admitted that when ******* went in to add Chrysler account changed. I spoke to her again today and she once again indicated that the accords going back to how I had it. So if it's going back how was ******* always on as policy holder. He has always been down as driver but not policy holder. I have had 3 separate issues with state farm in the last 3 years. May I remind state farm that on another occasion I went and added my Volvo to policy and then received letter stating it wasn't one of the autos covered. I later went in and was informed that I had yo pay more because state farm representative made an error. I had been driving my auto without insurance believing state farm had taken care of everything.  I am requesting to be reimbursed. I have also had to lose on overtime to call in to attempt to resolve issue and all I get is that they are working on it or waiting  on this or that. I asked for paperwork for the last three years so I can review all changes they made without my authorization and yet to receive them. The response I get is that they are working on it. I do have all auto insurance cards from previous years where they were all under my name up until ****  s allowed ******* to make changes without notifying me. Not that I wouldn't have allowed him to add car but he was misunderstood and was put on as policy holder. Daughter ******** went in herself and was added without consent
  
  

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